Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
Establish a high standard for productivity, quality, customer service as well as define user guidelines.
Develop company systems for customer interaction and voice response and control the implementation process.
Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.
Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.
Summarize, collect and analyze call center trends and data for regular performance reports.
Oversee system maintenance and upgrade implementation. Call for repairs and trouble shooting as needed.
Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
Must have strong leadership and management skills.
• Good Verbal and written communication skills.
• The ability to work accurately and independently.
• Excellent analytical skills.
• Strong time and people management skills.
• Ability to work to strick deadlines.
• Ability to work under pressure